After a Starbucks’ employee went berserk on customer Ruby Chen for failing to provide her name for inscription on her cup,
The response: “You’re talking to it! You’re talking to the manager!”
The horror. In two clips documenting “customer service” at its delightful worst, the supposed manager continues her rampage of intimidating customers with shouts and screams while her employees try and fail to calm her down.
The lesson from today? Don’t mess with angry Starbucks’ employees.
In the customer’s, or rather, victim’s own words from her YouTube video description:
“Terrible experience: In 5/12/2015, 86-51 Broadway, starbuck store in Elmhurst, manager Melissa seems to have the anger management issue.
she took my order of one frappuccino and one special straw. I didn’t hear her coworker asking my name to put on cup at first because I was opening my reward app on my phone to pay, then melissa started to shout at me saying hey helloooo with very bad attitude. The only thing I said to her is ‘sry I don’t hear you but you don’t have to yell.’ And till now, I haven’t figured out which word aggravated her. Then She took the scanner away as I was trying to pay then told me to leave and never go back. I was trying to ask other employees who I can speak to. She thought I am leaving with the straw on my hand (I picked it up before everything happened), she said I am stealing the straw.
Really?! call me stealing! And you say call the police to get me out of the store?! I felt so bad for what happened, especially nobody I can report her to because she is the manager. I am glad that other customers in store saw how I was treated and told her ‘you need get fired’. Then she switched the target and started to argue with them. I thank for this customer who took this video and sent to me.
I have filed the compliant with customer service. I hope the district manager will take this seriously. This is such a terrible experience.”
Yesterday, Starbucks responded to the manager’s carnage by expressing their deepest concern and giving some much-needed clarification on whether she, or it, was indeed the manager. Chen wrote on her Facebook
Update: The district manager Alexis emailed me last night wishing to apologize over the phone. I called her this morning as of 5/15/2015. Ms. Alexis sincerely apologized, clarified that Melissa is the shift supervisor although she claimed she is a manger, and Melissa is no longer working for Starbucks. Ms. Alexis confirmed that leadership team would do everything to prevent terrible customer service of this kind from happening ever again and asked me not to consider this as their usual standard. At the end, she offered me $100 gift card and ensured they take it very seriously.
All’s well that ends well — right?